The Step-Up Hub

Last Updated: June 2026

At The Step-Up Hub, we are committed to providing high-quality training, consultancy, mentoring and support services.

We value feedback and take all concerns seriously. If something has not met your expectations, we want to know so that we can put things right, learn from the experience and improve our services.

This policy explains how you can make a complaint and how we will handle it.

A complaint is an expression of dissatisfaction about:

• The quality of a service provided
• The conduct of The Step-Up Hub or its representatives
• Training delivery
• Consultancy or mentoring services
• Communication or customer service
• Administrative processes
• Any aspect of your experience with The Step-Up Hub

Where possible, we encourage concerns to be raised informally first.

Many issues can be resolved quickly through discussion and clarification.

Please contact us at:

Email: info@thestep-uphub.co.uk

We will do our best to resolve the matter promptly and fairly.

If you are not satisfied with the outcome of an informal discussion, you may submit a formal complaint.

Please provide:

• Your name and contact details
• Details of the complaint
• Relevant dates and information
• Any supporting evidence
• Details of how you would like the matter resolved

Complaints should be submitted by email to:

info@thestep-uphub.co.uk

Subject line: Formal Complaint

We will acknowledge receipt of your complaint within five working days.

We will investigate the complaint fairly and objectively.

This may involve:

• Reviewing records and correspondence
• Speaking with those involved
• Gathering additional information where required

We aim to provide a full written response within 15 working days of receiving your complaint.

If additional time is required, we will keep you informed of progress and provide an updated timescale.

Following investigation, we may:

• Provide an explanation
• Offer an apology
• Take corrective action
• Amend procedures or processes
• Offer another appropriate resolution where justified

Each complaint will be considered on its own merits.

All complaints will be handled sensitively and confidentially.

Information will only be shared with those who need it in order to investigate and resolve the matter.

Personal information will be handled in accordance with our Privacy Policy.

We are committed to treating all complainants fairly and respectfully.

However, we reserve the right to limit correspondence where complaints are:

• Abusive, threatening or offensive
• Repetitive without new evidence
• Intended to harass or disrupt
• Clearly unreasonable or vexatious

Any such decision will be made fairly and proportionately.

We review complaints regularly to identify opportunities to improve our services, training and customer experience.

Feedback helps us ensure that The Step-Up Hub continues to provide practical, supportive and high-quality services.

The Step-Up Hub

Email: info@thestep-uphub.co.uk

Website: www.thestep-uphub.co.uk

We welcome feedback and will always seek to resolve concerns professionally, fairly and promptly.